Website Lexmark
Working in assigned territory in the Phoenix, AZ area, is responsible for the overall remedial and scheduled service support of Lexmark KEY/MPS & traditional Lexmark accounts. Provides quality service execution performance to meet or exceed Customer commitments resulting in high levels of Customer Satisfaction.
RESPONSIBILITIES:
- Respond to dispatched service calls in assigned territory within Customer SLA commitments
- Accurately diagnose, repair & maintain product(s) and accessories in peak operating condition within published electrical, mechanical and print quality specifications
- Effectively schedule calls to manage SLA requirements across assigned activities
- Ensure regular and effective communications with customers to ensure awareness of call acceptance, ETA, status and closure
- Assist customer with any reported issues or questions on Lexmark product(s) or offerings
- Train Customer on appropriate usage of Lexmark product & features
- Ensure proper repair and maintenance procedures are performed on identified device(s) and Total Service Call Procedures are completed prior to leaving customer site.
- Follow prescribed administration procedures to ensure proper collection and reported of required data, including, but not limited to; call acceptance, status updates, call closure and debrief, parts returns and tracking
- Manage local part inventory, if available, and ensure accurate tracking of inventory levels and transactions.
- Present a positive image through proper attire, communication skills and personal grooming.
ADDITIONAL RESPONSIBILITIES:
Assumes other special activities, responsibilities, and special projects from time to time as directed.
EXPERIENCE AND SKILLS:
- 1-3 years in field service or customer break/fix support
- Strong electro-mechanical aptitude
- Experience in servicing printers, hard copy devices, or imaging products an asset
- Excellent driving record
- Valid drivers license
- Reliable transportation required
- Sound administrative skills
- Ability to properly lift 60 pounds or less frequently
- Microsoft apps experience
PERSONAL CHARACTERISTICS:
- Excellent communication skills, written and verbal.
- Customer service orientation
- Positive attitude
- Ability to learn quickly
EDUCATION:
- High school diploma or GED
- Associates degree or technical college an asset
**This is a work from home position with travel to customer sites.